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Complaint Details
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Initial Complaint
04/29/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased an AC unit from McCown in 2018. The next year, it completely broke down and was not working at all. McCown replaced the AC unit. Three years later, my AC is not working at all. I had an independent AC technician diagnose the AC unit and they told me it was not installed properly. I am now asking McCown to install a new AC and to do it properly. What about the AC was installed wrong? Well, the evaporator coil is in backwards. The filter dryer was installed in the wrong place. The filter dryer was installed in the outdoor unit when it should be installed in the indoor unit. These mistakes have caused my AC to completely fail. It no longer cools. When the air flow if the AC isn't right, it's like struggling to breathe and take in air through a straw. The OEM compressor is not working properly now. Air flow is not correct. The air flow is poor because my AC was incorrectly installed. Another problem is that the plenum has no insulation on the backside. The plenum should be facing the same way as the furnace. It was installed backwards. I paid $4120. for this AC unit in 2018. (It was replaced by McCown in 2019) So my AC is now three years old and it is now not working anymore. It is not working because of improper installation. I am asking McCown to fix my AC, possibly replace it and install it correctly. Typically, air conditioning units are covered under warranty for between 12 and 15 years. This means the manufacturer will pay to fix your AC if it stops working during that time. I have telephoned McCown, explained my situation, and not received a call back. A week has passed and no response.
Business response
04/29/2022
I appreciate the opportunity to respond to the complaint. I have some information to send but would like for the previous company to send the brand name with model number please. They have two units and we only replaced an air conditioner with a coil in 2018. Once I have that information, then I will be able to give an explanation with attachments.
Thank you for your assistance.
McCown Company Management
Business response
05/06/2022
We appreciate Mrs. ************** giving us the opportunity to explain or address her concerns brought to her attention by another contractor.
In 5/2018, we installed the upstairs air conditioner with an evaporator coil. Our field supervisor inspected her unit this week. The AC has a refrigerant leak. Since there is not any refrigerant in the system, a pressure test will need to be performed in order to locate the leak properly. We have agreed to make that happen. The coil was not installed incorrectly, but has a multi-position application. Attached is a copy of the installation manual and has the diagram at the bottom. If it were installed incorrectly, then her unit would have not worked at all. We will turn it around for her at no charge so she feels more comfortable.In response to the location of the drier, it is typically installed at the condenser. We installed the drier at the condensing unit.
We did not install the gas furnace nor have we worked on it. Our field supervisor did check over it, and she purchased a new gas furnace from us this week. We will be making modifications.We worked with Mrs. ************** that we will perform a pressure leak test for her at no charge, but we will work with her on the repair cost. The air conditioner and coil installation came with 10-year parts warranty and one year labor. We are grateful that she wants to continue working with us and we, in turn, will strive to exceed her expectations.
Customer response
05/06/2022
Better Business Bureau,
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
***** **************
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.